Summary
Overview
Work History
Skills
Timeline
Generic

Tamica Henderson

Rockville,MD

Summary

Customer service oriented with over 15 years of experience in Wireless Telecommunications. Focused on contributing to an organization that provides a challenging environment, while supporting growth and development.

Overview

19
19
years of professional experience

Work History

Network Engineer

G3 Technology Partners
01.2017 - 06.2023
  • Installed, supported and maintained company hardware and software infrastructure according to best practices.
  • Work with G3 customers via phone and e-mail to identify and resolve their service related issues.
  • Managed a queue of customer created tickets, ensuring that customers are updated with status and progress is being made towards resolving their issue.
  • Managed customer raw data ensuring this was processed by our company software correctly and delivered to their storage servers in a timely manner for real-time analysis.
  • Repaired Linux servers from database and disk corruptions.
  • Worked closely with customers, project managers, and network engineers in resolving complex network configuration problems.
  • Collected network traffic data from dedicated servers to confirm signaling traffic from our data sources.
  • Configured company software across remotely deployed servers and worked closely with networking teams to ensure connectivity between locations was configured.
  • Acted as a middleman between the customer and the engineering team ensuring all levels of support have been provided before escalating issues.
  • Reported software bugs seen in our data processing applications to the engineering teams.
  • Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions.
  • Updated equipment and network configuration documentations.

Customer Implementation Coordinator

Harris CapRock
02.2010 - 11.2017
  • Project manager for 10,000 circuit transition and installations supporting Defense Information System Agency
  • Perform remote test & turn-up and troubleshooting on DS0's, DS1's DS3's, OCn and ethernet circuits. Coordinates technical assistance during installation, upgrades, cancellation, and disconnection phases.
  • Perform 2nd-level assistance to new DISA network connections or becoming operational.
  • Schedule, track and monitor trouble tickets open with the LEC for transition failures.
  • Installed cross connect military/commercial voice and carrier circuits.
  • Support includes offsite assistance in network protocols, site preparation, test and acceptance,
  • TSO/TSR documentation, data collection and analysis, and bit error rate testing.
  • Coordinate with all parties involved in the implementation of operational services.
  • Utilizes existing database applications to manage the field service operation and generate required reports.
  • Serves as a central point of contact for clients to determine the status of implementation activities.
  • Provides functional guidance, supervision, technical, educational support and quality assurance/quality control as necessary.

Lead Technician

Sprint
11.2004 - 12.2009
  • Supervising the day-to-day operations for the Network Operations Center (NOC)
  • Perform fault isolation and diagnostic/assessment functions to include: Surveillance monitoring on all network elements within Sprint regional footprint utilizing all available resources to provide first tier maintenance .
  • Technologies and network elements monitored included Alcatel DACS, Titan 5500, Lucent 5ESS, DMS 100, 250 & 300 via Netcool.
  • Check the Remedy queue, network monitoring systems, and associated group e-mail boxes for new and/or open issue items and relay information for proper tracking. Open, monitor, research, update and close trouble tickets in Remedy from alarm monitoring or from the Netcool monitoring system.
  • Maintain logs and records associated with reported problems or situations within their realm of responsibility. This includes escalations and field dispatching.
  • Perform operator level maintenance on all components/assets associated with network management systems on the IP network(s).
  • Improved equipment efficiency by conducting regular maintenance and implementing upgrades.
  • Optimized workflow for enhanced productivity by streamlining processes and providing technical guidance to team members.
  • Enhanced system reliability with thorough troubleshooting and root cause analysis of technical issues.
  • Increased customer satisfaction, ensuring timely resolution of service requests through effective communication and problem-solving skills.

Skills

  • Linux (RHCSA, RHCE)
  • Windows Server 2008 (MCSA, MCSE, MCITP)
  • MySQL MariaDB or other SQL databases
  • Telecommunications technologies (GSM, CDMA, UMTS, 3G, LTE)
  • Remote work support
  • Network Problem Solving
  • Network configuration
  • Integration Testing
  • Network Troubleshooting
  • Database Maintenance
  • Network device monitoring

Timeline

Network Engineer

G3 Technology Partners
01.2017 - 06.2023

Customer Implementation Coordinator

Harris CapRock
02.2010 - 11.2017

Lead Technician

Sprint
11.2004 - 12.2009

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Tamica Henderson